Deputy Manager - Life & Annuties - Inbound International Voice - Pune - US shifts

Position Brief & Process Summary:

• A key member of the WNS Operations team responsible for leading-motivating-grooming & developing a team of 20-30 team members to facilitate achievement of SLA
• Should effectively liaison with various departments within WNS to gain support and resolve issues
• Is also a key interface between managers and team members to facilitate and implement process improvement ideas to improve efficiency

Key Accountabilities:

• Understand the different areas of operations-including process knowledge within WNS and propagate WNS VALUES Successfully to handle a team of 20-35 FTEs
• Effective work allocation for team
• Make sure that all Service Level Agreements are met
• Effective management of pipeline-quality and new projects
• Ensure accurate and timely reports are sent to the management on time
• People Management-Regular reviews/121s/Appraisals conducted
• Analyze training needs for teams and provide support
• Effectively implement rewards & recognition and incentive programs to the team
• Lead quality and productivity initiatives such as ISO 9001 and Six Sigma
• Drive various process improvement ideas to improve efficiency/productivity
• Control & manage the attrition as per the target
• Build domain knowledge by getting process trained and accredited
• Ensure adequate controls in place to mitigate risks Should be able to handle Migration

• Excellent communication skills
• Any Graduate form a recognized university
• Knowledge of Life insurance/ Annuities products is desirable
• Contact center experience desirable